Location:
Courbevoie, FR, 92400
Function: Information Systems
Employment type: Full Time
Required experience: Experienced - over 5 years
Reference ID: 77732
End Users Services Analyst
Context
Provide expertise in the maintenance as well as in the management of the Nexans assets repository within a Global Support team
Purpose
- Provide efficient and timely support to all users
- Restore service, formalize & track ticket resolution with a high-resolution rate
Areas of responsibility
- Operations & Support
- Handle user requests and incidents in an effective manner in terms of speed, quality and with a user service attitude, respecting the IT Nexans best practices and processes
- Manage the tasks and the ticket backlog to guarantee the continuity of service and the good level of customer service
- Workstation management throughout the workstation lifecycle based on Core IT Nexans standards
- Ensure that infrastructure standards and Core IT processes are respected
- Shared Services
- React quickly on a security event, ensure that necessary steps are taken to prevent the dissemination, enforcing procedures defined by the security operations team
- Provide local assistance to global project as Carve In / out
- Ensure local support for the Global core IT teams when required
- Continuous Improvement
- Contribute to the transfer of know-how, experience and best practice within the team and with project stakeholders
- Contribute to the consistency of Supporting services by bringing ideas and user feedback
- Document solutions to incidents and problems in the knowledgebases
- Knowledge Management
- Update Knowledge Management System with relevant documentation
Required skills and qualifications
- Language: Fluent English (high level of both spoken and written English)
- Minimum of 5 years’ experience in supporting IT expert solutions and VIP support
- Ability to apprehend a situation, to find a solution, by an adapted, effective and intellectual approach adapted, efficient and reasoned and/or intuitive in order to solve a problem
- Ability to organize with rigor, to seek the quality of the achievements, to ensure their conformity with a procedure, an operating mode: sense of detail, precision...
- Ability to control and adapt reactions in a professional environment
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